Job Summary
**WE ARE HIRING!**
Technical Support is the first line of contact for customers experiencing issues with installation, configuration, operation, and management of OnPage solutions. In many ways, they are the post-sale “face of OnPage” and must be passionate about helping our customers solve problems.
Technical Support will field queries by phone and email. Queries will range in complexity from “how to” questions through involved debugging and forensic efforts when tracking down operational anomalies. The ability to visualize problems remotely is key to being successful in this role along with excellent analytical and troubleshooting skills. This resource will be responsible for the diagnosis and analysis of customer issues and will be expected to bring first-level detailed diagnosis over from Support into Engineering.
This role will need to be filled by an ON SITE individual who is committed to customer success and would be comfortable living in both the Support and Engineering environments; translating internal Engineering-speak into clear concise directions for customers and vice-versa. You will have significant career growth and opportunity to really make an impact in a growing company.
Essential duties & responsibilities
The ideal candidate has experience of working with customers to resolve technical challenges and the hands-on ability to troubleshoot and solve customer’s issue with OnPage performance on the mobile phone .
Essential responsibilities include:
- Provide exceptional customer service while responding to phone, e-mail and online requests for technical support
- Represent the customer to ensure serviceability and product quality issues are being tracked, prioritized, resolved, and incorporated into the product release cycle
- Assist customers in the installation and integration of OnPage service to the current environment
- Track and monitor all support cases on JIRA to ensure timely resolution and follow-up
- Clearly identify, document, and find solutions for customer issues and product problems
- Escalate critical customer situations to the appropriate level of management and engineering expertise
- Communicate technical issues and solutions to the engineering, QA, sales, and support teams as well as to the customer base
- Assist with the development of training documentation and conduct training sessions
- Contribute to documentation and knowledgebase article library
- Model OnPage core values: Accountability, Creativity/Resourcefulness, Energy/Passion, Leadership, Integrity/Honesty, Smart/Critical Thinking, Teaming
The qualifications listed indicate the ideal candidate for this customer support position would have the following skills and experience:
Key Requirements:
Relevant Industry Experience
- 4 years of experience in SaaS and app support industries.
Technical Proficiency
- Strong troubleshooting skills for iOS and Android platforms.
- Hands-on knowledge of tools like JIRA (for issue tracking) and Confluence (for documentation and collaboration).
- Exposure to SQL, which could involve database querying or data analysis.
Customer Support Skills
- Excellent customer service abilities to manage client relationships effectively.
- Experience in handling multiple customers or engagements simultaneously.
Specialized Interest or Experience
- Knowledge or interest in the enterprise endpoint security space, which could involve dealing with software tools for device management and protection.
Problem-Solving Skills
- Strong analytical and debugging skills to identify and resolve issues efficiently.
Collaboration and Flexibility
- Ability to work independently (as an individual contributor) or as part of a team.
This role demands both technical and interpersonal expertise, particularly in managing enterprise customers and troubleshooting mobile and SaaS-related issues.
OnPage Corporation is an Equal Opportunity Employer. Only direct applications will be considered; no recruiters please
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